Use Desk Phones with Service Cloud Voice (Pilot)

Use the hardphone of your choice, such as a desk phone or a mobile phone, to talk with customers.

Where: This change applies to Lightning Experience in the Enterprise, Performance, and Unlimited editions. This pilot is available on orgs where Service Cloud Voice with Amazon Connect is set up.

All models of Service Cloud Voice are available as an add-on license in Service and Sales Clouds. Service Cloud Voice with Amazon Connect and Service Cloud Voice with Partner Telephony from Amazon Connect are available as an add-on license in Government Cloud.



We provide the Service Cloud Voice Desk Phone pilot to selected customers through a pilot program that requires agreement to specific terms and conditions. Pilot programs are subject to change, and we can’t guarantee acceptance. Desk phone support for Service Cloud Voice isn’t generally available unless or until Salesforce announces its general availability in documentation or in press releases or public statements. We can’t guarantee general availability within any particular time frame or at all. Make your purchase decisions only on the basis of generally available products and features.

Who: Agents with the Contact Center Agent permission set can set their phone type in orgs that are participating in the pilot.

Why: Let agents use the phone that they’re most comfortable with. Previously, hardphones weren’t supported on Service Cloud Voice with Amazon Connect.Omni-Channel utility showing the phone type settings

How: Contact your Salesforce account executive to learn more about participating in this pilot.